Incident Documentation Specialist

Job Description:

Company Description

smartShift Technologies is a business transformation company with experience in transforming and managing hundreds of mission critical applications of market-leading organizations of all sizes - early stage start-ups, mid-market enterprises and Fortune 1000 corporations. We are leading the enterprise software management revolution. Through our innovation in automation, we have radically changed the way companies transform and manage their enterprise systems. We have proprietary technology in automated code transformation that has been utilized in SAP to revolutionize updates to Fortune 500 companies. We also deliver large scale cloud transformation projects along with continued managed services in Amazon Web Services, Microsoft Azure, and other leading cloud technologies.

Our working culture combines the meritocratic approach of responsibility and compensation with swarm intelligence: we work as one team concentrating on deliverables under situational leadership. At smartShift our customers are in the center of our activities and we take the risk to get actual results for them. We live an open and transparent culture which means we are honest with ourselves. Nevertheless, each team member embodies and appreciates accountability and reliability following the principle “I will be the change I seek”.

At smartShift, you will have the opportunity to work in a unique startup atmosphere - learning something new every day while still experiencing top of the line delivery. We like to dress casual, work smart, and constantly challenge the status quo. smartShift Technologies is headquartered in Boston, with offices in Bangalore (India), Mannheim (Germany) and New York (United States).

The incident documentation specialist keeps track of all actions being performed during an incident and documents them real time in an online collaboration tool. A timeline of key events during an incident as well as all actions and follow up items are tracked. The output produced by the incident documentation specialist is useful for the rest of the incident troubleshooting team members. It allows the incident troubleshooting team to focus on solving the incident.

Responsibilities

Practice active listening skills on Tier 1 incident calls and document steps taken to resolve issue and record any action items discussed

Document all aspects of current state of the incident on the online real time collaboration tool

Use judgement to document important aspects of the incident call

Review the communication on incident, extract relevant items from key events and collect all TODO items and add them to the post-mortem

Flag incident resolution team to indicate conversation is captured as well as the end of conversation being captured

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